Company Description

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience ]CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, sexual orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

Job Description

As the Business Systems Analyst supporting the Go to Market Functions, you will focus on becoming the trusted technology partner for the Sales, Marketing, Customer Success, and/or Customer Support organizations. As part of this role, you will work with the operations teams in the various business functions to understand their functional and technical needs, identify and implement SaaS applications to address the business needs, and become the single point of contact for supporting and enhancing the business applications for the users.

Responsibilities:

• Develop detailed requirements (business, user, process, system requirements – functional and non-functional) and establish traceability to business vision

• Partner with the Leads to work with Product Managers on the Freshworks product teams to understand and align the product roadmap to the functional requirements

• Manage day to day operation such as supporting L2/L3 tickets and data management inside the CRM

• Actively work with internal development teams to conduct gap analysis of different solutions (both internal and external) and identify the best path forward. 

• Develop, test and deploy customizations and new functionality based on changing business needs

• Collaborate on all business readiness activities including end user training, product testing, rollout, iteration and support

Qualifications

• Overall experience of 5-6 years working in a SaaS / IT environment with Relevant Business Analyst exposure of at least 2 years with hands on experience

• Understanding of business processes in the Sales, Marketing and customer service/customer success domains

• Proven track record in delivering large scale projects and working with multiple business stakeholders

• In depth understanding of CRM, CPQ and other Sales tools with System Administration experience and Certification - Salesforce, Hubspot, Microsoft Dynamics etc

• In depth understanding of business processes in the Sales domains

• Strong focus on requirement gathering and translating into tech specifications

• Strong foundation in Project Management and managing agile systems

• In-Depth knowledge in CRM with System Administration experience

• Ability to work with multiple stakeholders and drive consensus

• Bachelor's / Master’s  Degree in computer science, engineering or an equivalent combination of skills, training, and experience is required

• Strong desire to take ownership of a set of business needs and drive delivery of operational and technical processes to meet these product needs

• Software development background is a plus

• Excellent written and verbal communication skills

• Collaboration mindset – this is a highly cross-functional role

• A do-what-it-takes attitude

Additional Information

These are some benefits you can expect from us in return:

• Company funded Life & Long-Term Disability insurance
• Learning & Reading budget of up to £1,000 per year
• Fitness budget of up to £30 per month
• Free yoga classes twice a week
• Cycle to work Scheme
• Fully stocked pantry with healthy fruits, snacks, gourmet coffee, and breakfast options
• Company Funded Employee Assistance Program (EAP) for both you and your family
• 25 days annual Paid-Time-Off (PTO) 
• Discounted Tax Support Services

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

I'm interested

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.